Keeping It Simple Again

April, 2016

Maintaining effectiveness of both queues for individual agents and the overall campaign brings challenges.
In our March 2016 blog we made the bold statement that the job of a contact center is to try and personalise all of its work so that customers get to talk to a friendly face. Not just someone who can pull up their personal details on a screen, but ideally someone who knows them and with whom they have a personal relationship.

We had some interesting feedback on this idea. The general view seemed to be that if you have got the right brand and a customer has had good service before, then they should be happy to speak to anyone and keep doing business. OK, but what if the customer has had dealings with Ted before and has had a really good experience? Wouldn’t he feel even happier talking to Ted again? Sure he would and human nature being what it is, Ted is likely to do more business with the customer as a result, than any other of his colleagues would.

So our contact center encourages Ted to develop personal relationships with its customers and in no time at all his work queue starts to fill up with emails, SMSs, chat requests and voice calls. Ted loves it. He is master of his own destiny – running his own little business. So far so good.

But Ted’s supervisor has some good business concerns. He trusts Ted, but knows that he needs some tools to manage his workflow and be sure that all items in his work queue are processed within an acceptable time. Go outside the time, then depending on the work item, an alert gets raised for Ted and/or his supervisor. This could mean that Ted is just overloaded and needs to give up some of his accounts to others, or it might just be a signal to hurry up a bit!

The supervisor has another concern. He really doesn’t want to reduce his team’s effectiveness by moving work that breaks personal bonds, but he has his own growth targets, which include simply getting more new customers. And to do this he wants Ted to spend some time working outside of his own work queue, helping to run campaigns that generate new customers. Ted may not be too keen on this, particularly if he is earning good money by servicing his current personal contacts, but it has to be done.

And all this makes the job of the supervisor really challenging since he is being asked to maximise the surefire returns that well-functioning personal work queues run by Ted can deliver, against the need to switch Ted into business development campaigns.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app